Can't sync Versa with Fitbit app & Fitbit Coach app

[ferti]

Hello

I have a problem with the connectivity between my Fitbit app, my Fitbit Coach app and my new Versa. I am a premium Fitbit & Fitbit Coach subscriber and would like to see the following problem solved. 

What does work:

- Setup of the Versa worked. Installation of applications works. No WiFi issues. 

- Logged in in Fitbit with Premium features (on the phone app & web app).

- Logged in in Fitbit Coach with premium features (also both on the phone & web app).

- My new bought Versa shows the Coach app, when clicked I see 3 default workouts.

- The Fitbit app shows that the versa is connected. (screenshot A)

- When I complete a workout on the Versa, the Fitbit app recognizes it & logs it to my exercises. (screenshot B)

What doesn't work:

- Very strange! As mentioned above, the Fitbit app recognizes my workout that I start on the Versa, but the Fitbit Coach app didn't. (screenshot C)
- On the Versa I only see the three defaults workouts, although I already started a plan with the premium Fitbit Coach app.

- When I enter the app section of my Versa in the Fitbit app I always receive the same popup: "some applications did not finish installing. Do you want to continue installing them now?" It's the Fitbit Coach app that isn't able to finish it's installation. Other apps have been installed flawlessly. (screenshot D & screenshot E)

- When I enter the settings of my Fitbit Coach app I can see under Services that Fitbit is switched on, but grayed out. (screenshot F)

My phone is Samsung Galaxy S7.

***UPDATE***

For extra information: I have also tried the following (to my regret atm):

- Factory reset of the Versa.

- Removing all paired Bluetooth devices from my phone (including the Versa).

- Removing Fitbit App

- Reconfiguring the Versa from scratch

Outcome: Same result and now nothing really syncs anymore... This is so frustrating. 

Thank you for helping me.
JF

Moderator Edit: Clarified Subject.

[ferti]

Nobody who can answer or help? 

[Surraya]

I’m having the same issue! I’ve tried everything including the factory reset and nothing’s working. 

I’m sick of reconnecting my Fitbit to my phone and WiFi it takes ages. 

I keep getting a Bluetooth pairing failed notification, yet my phone shows they’re connected. 

I would like help on the same issue please. 

[ferti]

For extra information: I have also tried the following (to my regret atm):

- Factory reset of the Versa.

- Removing all paired Bluetooth devices from my phone (including the Versa).

- Removing Fitbit App

- Reconfiguring the Versa from scratch

Outcome: Same result and now nothing really syncs anymore... This is so frustrating. 

[HeatherNewberry]

I've had the same issue since I bought it Friday 

[Surraya]

I have also done the same, nothing helped! 

Ive spent most of my afternoon on the phone to them, no resolution, however, they are going to call me tomorrow. 

I keep getting ‘bluetooth pairing failed’ message. 

[Tinekr]

I have the same problems. No reaction on this point? 

[MarcoGFitbit]

Hello @Tinekr, @ferti, @HeatherNewberry and @Surraya, thanks for joining the Fitbit Community, it's great to have you on board. 

Thanks for bringing this issues to my attention, I appreciate you have sent detailed information about them and for letting me know the troubleshooting steps you've tried so far. 

@ferti, I will address your issues in order:

1. Are the exercises tracked with your Versa from the Coach app in the Versa or are the exercises being tracked from the Exercise app? Please note that auto-recognized activities and activities recorded from the Exercise app do not transfer to Fitbit Coach. 
2. When it comes to the exercises showing in the Coach app in the Versa, our team is currently aware of the problem and is working to resolve it as quickly as possible. 
3. When you get the "some applications did not finish installing. Do you want to continue installing them now?" message, please make sure your Versa is connected to WiFi before updating the apps, this will prevent the updates from stalling or crashing. Check this article about how to connect your Versa to WiFi.

@Surraya, I understand you're getting a "Bluetooth pairing failed" notification, tell me which phone model are you currently using? Which OS version is currently installed in your phone? 

@HeatherNewberry and @Tinekr, are you having the same issues as @Surraya or @ferti, could you please let me know which troubleshooting steps have you tried so far? That will be very helpful to determine which troubleshooting steps we should take next.

Thanks for your patience and understanding, if there's anything else I can do for you, please feel free to reply. 

[ferti]

Hi @MarcoGFitbit, I'm happy you answered. 

To answer your questions: 

1. When I start an exercise with the coach app on my Versa it only gets logged in the fitbit app. Not in the Coach app. When I start an exercise with the coach app on my phone/pc browser, everything works fine. 
2. Indeed, still only three (the default) exercises on my Versa.
3. I had already thought of this myself, but no luck. I manually connect to my WiFi network go to the Fitbit apps and I still see the same happening: The alert (some applications did not finish installing) & the app installation bar (only of Coach, other apps install flawlesly!!) that keeps going from left to right. This behavior is the same after factory reset.
I can see my Versa is well connected to the WiFi network, because I can see it's ip address in the watch settings. I can also ping the IP address in my network. So this is really not related to the WiFi network. I also tried a different network, and no difference. 

Kind Regards
JF

[Tinekr]

Thank you for the answer.

I tried to reset the app and the versa several times (almost next to the wifi router), but the problem already exists when I need to pair the iphone to the versa. I put in the 4 digital code and then he doesn’t pair. After 14 times it worked again. Out of the blue. But then he doesn’t sync with the app again. No steps no workouts, sometimes a few steps....or total days are gone.

[MarcoGFitbit]

Hello @ferti and @Tinekr, I hope you're doing well, thanks for taking the time to reply. 

@ferti, I appreciate you have clarified some stuff with me and let me know the troubleshooting steps you've tried so far. At this moment I would like to gather some information from you so I can check this situation further:

• Which phone model are you currently using?
• Which OS version is your phone running?
• Which app version is currently installed in your phone? (go to Account > Help to get it)

Thanks for your patience and understanding, I'll be waiting for your reply. 

@Tinekr, thanks for having tried some troubleshooting steps in hopes to pair your Versa. I'm glad it was able to finally pair. Now, if it's not syncing correctly, I would like to suggest you the following:

• Make sure the latest version of the Fitbit app is installed on your phone.
• The software on your mobile device is up to date. To check, tap Settings > General > Software Update.
• Make sure there are no other Bluetooth devices around as they might interfere with the syncing process
• Check that your Fitbit device's battery isn't critically low.
• Restart your Versa by pressing and holding the Back and Select buttons (left and bottom right) until you see the Fitbit logo on the screen.

If your device still won't sync, try these steps:

1. Force quit the Fitbit app. 
2. Go to Settings > Bluetooth and turn Bluetooth off and back on.
3. Open the Fitbit app.
4. If your Fitbit device didn't sync, restart your phone again.
5. Open the Fitbit app.
6. If your Fitbit device didn't sync, restart it one more time.
7. If your Fitbit device won't sync after the restart, log in to your Fitbit account on a different phone, tablet, or computer and try to sync.
8. If your Fitbit device still doesn’t sync, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your mobile device and try to sync.

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[ferti]

Hi @MarcoGFitbit

- Phone: Samsung Galaxy S7

- Baseband version: 930FXXU2DRB6

- Build number: NRD90M.G930FXXS2DRC3

- Android OS: 7.0 

- Fitbit app version: 2.72.1 (2193280)

Thank you

[HeatherNewberry]

I factory reset the whole versa and reinstalled it to my phone and let it update and it seems to be working great now 

[MarcoGFitbit]

Hello @HeatherNewberry and @ferti, I hope you're having a great day, thanks for replying to me. 

@HeatherNewberry, I appreciate you have let me know that after performing a factory reset on your Versa, it seems to be working correctly, I'm very glad.

@ferti, at this moment, if you haven't done it yet, I would like to suggest you to remove the Coach app from your Versa by going to Account > Versa > Apps and delete it from here. After removing the app, sync your Versa. Immediately after syncing the Versa, force-quit the app and restart the watch. Finally, open the Fitbit app again and install the Coach app. 

I hope this can be helpful, give it a try and let me know the outcome, I'll be happy to continue helping you. 

[ferti]

Hello @MarcoGFitbit

I can't uninstall the Coach app on the Versa... Because it's continuously installing (red bar going from left to right, loading...). I can't cancel the installation anywhere, so I can't uninstall it. 

After factory reset I can see the coach app without the loading bar, instead I see a red button with Update but again, no option to uninstall. The moment I click Update we're back at the endless loading bar...

[ferti]

Hello @MarcoGFitbit have you got any news? I'm really wondering why I'm still paying for Coach if it doesn't work. I will be forced to stop my subscription if no solution is proposed. 

[Mdshamilton]

I have exactly this same issue as well - I removed Fitbit coach as it was endlessly trying to update, but now it won't reinstall. 

[qammy]

Same here. Nothing happens. Cant sync fitbit coach since i bought it

[ferti]

I cancelled my Premium Fitbit coach subscription as we clearly don't get any help. When the cycle of my Fitbit Premium ends I won't renew either. 

Sad to say that the Fitbit support is poor. 

[MaybeFujoshi]

So I know that this is an outdated thread, but I'm having a similar issue. 

I subscribed to the Fitbit Coach Premium and bought a Fitbit Versa over a Fitbit Versa Lite because I wanted the workouts available on the watch. I've seen a few workouts listed on Coach that I would like to do and favorited them. But I would like to see them on my watch rather than on my phone (They're primarily elliptical and treadmill intervals, so I wanted the specific timing available on my watch....which is what I thought was advertised).

Am I off base or is this something that I can access?